Business Support Supervisor – GBS Operations

About the role

The Business Support Supervisor will lead the GBS team that provides day‑to‑day operational support to SGS affiliates. This role ensures high‑quality service delivery, manages shift schedules, and drives performance against established KPIs.

Key responsibilities

• Monitor and resolve daily productivity disruptions, ensuring service levels meet the Statement of Work.
• Manage staff operations, including shift rosters, attendance, and time‑off requests, coordinating with affiliates for adequate coverage.
• Track, compile and report KPI data, initiate corrective actions, and drive continuous improvement.
• Maintain hybrid work policies, ensuring office and home workstations meet connectivity and performance standards.
• Oversee technical leads and ensure timely responses to lab and affiliate inquiries within the same shift.
• Conduct weekly performance reviews, staff training, and support recruitment of new GBS personnel.

Required profile

• Bachelor’s degree in science, technical or business administration (preferred).
• Minimum 3 years’ experience supervising teams of 20+ in a GBS or shared services environment.
• Proven track record of meeting or exceeding KPI targets.
• Strong commitment to data quality, operational excellence and adherence to SGS ethics.

Required skills

• Microsoft Office
• Business operations software (e.g., ERP)